Paid for order

I placed an online order via the app on the 16th of January. I normally receive an order confirmation immediately. This time I did not recieve an order confirmation. I recieved a sms that the money was deducted from my account. After a couple of days I see that my order has not been processed, but it states order pending review. On the 22nd I contacted MRP via WhatsApp. They said that pending review means that the money has not cleared. I sent them a screenshot of my bank account, showing that the money cleared on the 20th. They asked that I send all my details, they will escalate it, and be in contact within 24 hours. Nothing.I have sent an email, I messaged them on Facebook, sent all my details again yesterday with no change in my order status.